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Vanilla Recruitment (UK) Ltd
Mansfield
As the Customer Experience Manager, you'll be the champion for clients, ensuring every interaction is seamless, inspiring, and delivers results. You will play a crucial role in advising and supporting clients to ensuring that their customers have a positive experience throughout their journey, which is essential for building brand loyalty and drivi
Job Source: Vanilla Recruitment (UK) LtdVanilla Recruitment (UK) Ltd
Mansfield
As the Customer Experience Manager, you'll be the champion for clients, ensuring every interaction is seamless, inspiring, and delivers results. You will play a crucial role in advising and supporting clients to ensuring that their customers have a positive experience throughout their journey, which is essential for building brand loyalty and driv
Job Source: Vanilla Recruitment (UK) LtdPositive Futures Recruitment Ltd
Derby
Job Title: Head Teacher Location : Derby Hours : 40 hours per week, Full Time Permanent Salary : £68,400 - £75,331 (L16-L20), depending on experience Close date: 30th April 2024 We are currently seeking a Head Teacher to join an innovative provider of education and care for children, young people
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The ExtraCare Charitable Trust are recruiting for a Head Chef at Lark Hill Village in Clifton Nottingham. Are you tired of working long hours and late nights? - If you would like to work in our largest, independent living retirement village, you enjoy cooking with fresh produce and you have positive leadership qualities to lead the team in our ki
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Job Source: Morgan LawSF Recruitment
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SF Recruitment is currently recruiting for a Head Of Marketing to join the management team of one of their key clients based in Nottingham. This is a new role for the business and will be a full-time, permanent position offering a salary of up to £45k per annum, great benefits and a clear growth plan. As Head of Marketing for our client's business
Job Source: SF RecruitmentWallace Hind Selection
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One of Europe's leading partners for retailers and brands alike is looking for a VP of People and Culture to drive the future of the UK and Eastern European operations. You will be a thought leader, someone prepared to challenge the status quo and a HR professional who has introduced a variety of people-focused initiatives both in attraction and r
Job Source: Wallace Hind SelectionFRS Ltd
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My client is a privately owned multisite dealership, with side-line businesses operating within rentals, servicing and Maintenance. Due to continued expansion, they have now engaged FRS to assist with the appointment of a Head of Finance to join the team. Reporting into the MD, this is a lead finance position taking full responsibility for all thin
Job Source: FRS LtdNottingham
Head of Customer Experience
Nottingham
£53,794 - £59,487 per annum
At NCHA, we’re clear about what matters - delivering for our customers, being lean and building operational excellence. We believe in a culture of always striving for the best.
And this is where you come to mind…
There's never been a more exciting time to join us.
We have an exciting opportunity for a visionary and dynamic professional, who is strategically and operationally sound in a customer contact environment to join us as our new Head of Customer Experience.
About the role:
The main purpose of this role is to deliver the strategic and operational ambitions of NCHA’s Customer Experience team. As the Head of Customer Experience, you will define what excellent customer service looks like for the organisation through the delivery of challenging but achievable targets; identifying and implementing effective measures to improve customer satisfaction.
You will be required to demonstrate tangible results in terms of customer satisfaction and operational efficiencies that drive a seamless experience for customers. Other key aspects of the role will include resource planning and management and taking a positive and proactive approach to building strong teams. You will also design and roll out training programmes for new and existing colleagues to support the embedding of updated standards, and work with wider NCHA teams to embed processes for activities that impact effectiveness of an excellent customer experience.
About you:
We are looking for someone who believes good quality housing is vital. We are looking for a leader who can address customer feedback and implement positive changes across the Customer Experience Service.
You will be naturally inquisitive and won’t accept the status quo. As a customer advocate you will always look at how to achieve quality solutions for everyone. Problem solving, decision making and strategic thinking will be second nature and you will be well versed in deploying processes and technologies.
Having an innovative and adaptable persona will enable you to implement the necessary changes to processes, systems and training; to achieve the expected standards and set the direction for customer service in the organisation.
You will also draw on your effective, credible collaboration, influencing and persuading skills when dealing with stakeholders.
So what’s really important to us?
Your:
Motivational leadership style and coaching methodology focused on bringing the best out of individuals and teams
Significant management experience at a strategic level with an established record of delivery of a quality multi-channel customer contact service in a large organisation
Proven experience of initiating and driving change in a complex and high performing environment;- be it to processes or systems
Experience in performance management and developing teams to a very high standard
Knowledge of contact centre software solutions
Display of accountable behaviours and values and the fact that things get done because of you
Passion about delivering excellent customer services
You must either have a CIH Diploma Level 5 qualification or agree to study for and obtain within reasonable time limits.
Working Hours
This role is 35 hours a week working Monday to Friday with a flexible approach to hybrid working.
Interviews will take place at our office in Edwinstowe on 20th May 2024.
Looking forward to receiving your application!
As an Equal Opportunities and Disability Confident Employer, NCHA welcomes applications from all suitably qualified candidates including those from Black, Asian and minority ethnic groups and disabled candidates. As part of our LGBT Allies Programme, we also welcome applications from members of the LGBT community and encourage inclusivity in the workplace. Male Support Workers are currently under-represented in this area and we particularly welcome suitable applications.
Head of Customer Experience jobs in Nottingham
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